L2-L3 Engineer with MSP Experience

hace 1 hora


Bogotá, Bogotá D.E., Colombia FUNCSHUN A tiempo completo

About the Role

We're hiring a Level 2-3 Engineer who is relentless with escalations, proactive with automation, and obsessed with system hardening. You will own high-level ticket escalations, lead infrastructure projects, and help design scalable solutions that reduce support volume over time.

This is not a "high-level helpdesk" job — this is about infrastructure mastery, automation-first thinking, and mentorship.

Responsibilities

  • Own and resolve all L3/escalated support tickets from L1/L2 teams
  • Lead technical projects (e.g., Azure migrations, security hardening)
  • Manage and monitor critical systems: servers, network, firewalls
  • Maintain and document all configurations using IT Glue
  • Review CyberStack tools for anomalies
  • Mentor L1/L2 engineers with skills training and SOP documentation
  • Propose and implement automation using scripting or AI

Success Milestones

By Day 30: Resolve 90%+ of escalated tickets without assistance; document root causes

By Day 60: Fully own 2+ areas of our CyberStack and begin mentoring juniors

By Day 90: Deliver 1 system automation (e.g., patching, onboarding, alert response)

Must-Have Tools & Stack

  • ConnectWise Manage + Automate
  • Microsoft 365 & Azure (AD, Conditional Access, Intune, etc.)
  • PowerShell (required), Bash or Python (bonus)
  • IT Glue for all documentation
  • Microsoft Teams + ChatGPT for communication and automation

Qualifications

  • Proven experience resolving complex technical escalations
  • Strong hands-on experience with Microsoft 365, Azure AD, and Windows Server
  • Comfortable working with security tools and network infrastructure
  • Fluent in English and Spanish (written and spoken)
  • Strong documentation and mentorship skills
  • Ownership mindset — escalations stop with you

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